Follow up on my Lufthansa travel story
I want to close the loop on the Lufthansa travel nightmares blog post I wrote back in May during my trip to Europe for those of you who followed my trip and have been asking me for the result.
In summary, I had to deal with a delayed plane, a sick passenger, a well deserved and expensive shower, new clothes and a long delay at the airport, a lost bag for 7 days, a damaged suitcase and missing items from the bag and COUNTLESS hours emailing, talking to and collecting paperwork for Lufthansa.
Today I received a check from them for $1,732. This is the maximum amount they will issue for a lost bag. (Policy)
All and all, I’m OK with this. It certainly didn’t make up for the lost hours dealing with the company. It can’t make up for the inconvenience, the hassle, my niece’s disappointment when her new iPod was missing, etc. At least, I feel like I have been somewhat compensated for the expenses.
Ultimately the question is – Did Lufthansa keep me as a customer?
Most likely they did. At the bottom of the pyramid.
During the entire process, I was contacted only once on this blog from someone in their “social media” department.
The worst part about Lufthansa as I discovered is that you cannot contact their customer department by phone. Only by email and by fax. I suppose you can visit them personally in their office on the East Coast. It felt too much to me like they didn’t want to deal with customers.
Again, did they keep me as a customer? Probably so. Can they work on improving their customer service? Absolutely. Can they start to move people up the pyramid?Definitely so. It would have taken them very little to move me up. Maybe next time.
This concludes my Lufthansa story. Now, I’m ready for new travel adventures with happier experiences and better airline service. Oh, and anyone from the customer service department of Lufthansa reading this blog, I can consult you on how to improve your customer service. Call me for a free conversation.